IN-PERSON • FULL-TIMEPosition: Head Concierge
Department: Guest Services
Location: New York, NY
Employment Type: Full-Time, Management
Direct Reports: Three Concierge Professionals
Reports to: Four Hundred / Hotel General Manager
COMPANY OVERVIEW
Four Hundred is a private, membership-based community of innovators, visionaries, and industry leaders. Since our founding in 2007, we have earned a reputation as one of the most respected names in luxury travel and hospitality, known for our meticulous attention to detail and results-driven approach. With a carefully cultivated network spanning over 140 countries and across diverse industries, we seamlessly blend global reach with a national presence and local expertise. Whether it’s navigating complex challenges or creating extraordinary experiences, our commitment to excellence ensures we deliver unparalleled value to our members.
ABOUT THE POSITION
We are seeking an experienced, well-connected Head Concierge to lead the concierge operation at a new luxury hotel in New York City.
The Head Concierge will be responsible for establishing and maintaining exceptional standards of personalized guest service while managing a team of three concierge professionals. This is a hands-on leadership position requiring extensive knowledge of New York City, strong relationships within the hospitality community, sound judgment, and the ability to anticipate and fulfill the needs of a discerning international clientele.
The successful candidate will combine the instincts of an accomplished luxury concierge with the organizational and leadership skills required to build a cohesive, highly effective department.
As a member of the hotel’s guest services leadership team, the Head Concierge will play an important role in establishing the property’s reputation for exceptional service from its opening.
Note: Applicants must be authorized to work in the U.S.
RESPONSIBILITIES
Concierge Operations & Guest Experience:
Oversee the daily operation of the concierge desk, maintaining consistent service standards across all shifts.
Deliver highly personalized service to hotel guests, including VIPs, international travelers, corporate executives, and high-profile individuals.
Anticipate guest preferences and requirements, arranging services and experiences that exceed expectations.
Manage complex and time-sensitive requests involving restaurant reservations, entertainment, transportation, cultural experiences, private tours, shopping, and special occasions.
Handle escalated guest requests, complaints, and service recovery with discretion, creativity, and sound judgment.
Develop personalized itineraries and recommendations tailored to individual interests and preferences.
Coordinate closely with Front Office, Guest Relations, Housekeeping, Food & Beverage, and hotel management to provide a consistent guest experience.
Maintain strict confidentiality regarding guest identities, personal information, preferences, and activities.
Team Leadership & Development:
Directly manage, supervise, and mentor a team of three concierge professionals.
Establish departmental standards, operating procedures, and service expectations consistent with the hotel’s luxury positioning.
Develop weekly staff schedules to maintain appropriate coverage during peak periods, weekends, holidays, and special events.
Conduct regular training sessions covering service standards, destination knowledge, guest communication, and problem-solving.
Monitor individual and team performance, providing constructive feedback and professional development opportunities.
Promote a collaborative working environment built on accountability, professionalism, mutual respect, and a shared commitment to guest satisfaction.
Lead by example, remaining actively involved in guest requests and concierge desk operations.
Coordinate departmental staffing requirements, vacation schedules, and operational coverage with hotel management.
New York City Expertise & Relationship Management:
Maintain comprehensive, current knowledge of New York City’s restaurants, nightlife, arts, theater, entertainment, shopping, cultural institutions, and exclusive experiences.
Establish and maintain relationships with leading restaurants, hospitality venues, cultural organizations, transportation providers, and other service partners.
Develop a trusted network of contacts capable of assisting with difficult reservations, special access, and last-minute guest requests.
Regularly research and personally experience new restaurants, venues, exhibitions, and attractions to keep recommendations current and credible.Negotiate appropriate guest privileges and preferred arrangements with local partners where possible.
Represent the hotel professionally within the New York hospitality community and at relevant industry events.
Pre-Opening & Department Development:
Assist in establishing the concierge department’s operational structure, procedures, and service standards before the hotel’s opening.
Participate in the recruitment, onboarding, and training of concierge personnel.
Develop a comprehensive directory of preferred vendors, service providers, and local contacts.
Create guest service protocols covering reservations, transportation, special requests, VIP arrangements, and service recovery.
Collaborate with hotel leadership to establish effective communication and reporting procedures.
Assist in selecting and implementing concierge technology, reservation management tools, and guest preference tracking systems.
Support the hotel’s opening activities and the development of its reputation among guests, travel advisors, and local hospitality partners.
Administrative & Operational Responsibilities:
Maintain accurate records of guest requests, reservations, confirmations, and follow-up communications.
Monitor service quality, guest feedback, and departmental performance.
Ensure compliance with hotel policies, security procedures, privacy requirements, and applicable regulations.
Manage vendor relationships and ensure transparency regarding pricing, commissions, gratuities, and potential conflicts of interest.
Prepare periodic departmental reports and communicate operational concerns and opportunities to hotel leadership.
Identify opportunities to improve efficiency and guest satisfaction without compromising the personal nature of concierge service.
QUALIFICATIONS
Required:
Minimum of five years of experience in luxury hotel concierge services, including at least two years in a supervisory or leadership capacity.
Previous experience at a five-star hotel, internationally recognized luxury property, or comparable high-end hospitality establishment.
Extensive knowledge of New York City and an established network of relationships within its restaurant, entertainment, cultural, and hospitality communities.
Demonstrated ability to lead, train, and motivate a small team.
Proven experience handling demanding guests, complex arrangements, and sensitive situations with professionalism and discretion.
Excellent written and verbal communication skills.
Strong organizational abilities, attention to detail, and the capacity to manage multiple requests simultaneously.
Proficiency with hotel property management systems, reservation platforms, and standard office technology.
Flexibility to work evenings, weekends, and holidays as operational requirements dictate.
Preferred:
Active membership in Les Clefs d’Or or demonstrated qualifications consistent with its professional standards.
Previous experience opening a luxury hotel or establishing a new concierge department.
Established relationships with New York City’s leading restaurants, entertainment venues, and luxury service providers.
Experience serving ultra-high-net-worth individuals, international VIPs, and guests with complex security or privacy requirements.
Fluency in additional languages.
Personal Attributes:
The ideal candidate will possess the confidence and sophistication to engage comfortably with an international luxury clientele while remaining approachable, gracious, and genuinely interested in helping people.
We are particularly interested in individuals who demonstrate:
Exceptional judgment: The ability to make sound decisions independently, particularly when dealing with sensitive or unusual guest requests.
Resourcefulness: A determination to find solutions when conventional options are unavailable.
Leadership: The ability to inspire confidence, establish clear expectations, and earn the respect of colleagues.
Discretion: An instinctive understanding of privacy and confidentiality.
Composure: The ability to remain calm, courteous, and effective under pressure.
Curiosity: A genuine interest in discovering what is new, interesting, and exceptional in New York City.
Personal accountability: A willingness to take ownership of guest requests and see them through to completion.
MEASURE OF SUCCESS
Performance will be evaluated through guest satisfaction, service consistency, team development, operational effectiveness, and the strength of the hotel’s relationships within the New York hospitality community.
The Head Concierge will be expected to establish a department recognized for responsiveness, reliability, discretion, and exceptional local knowledge.
THE OPPORTUNITY
This position offers an opportunity to help shape the guest experience at a new luxury hotel in one of the world’s most demanding hospitality markets.
The Head Concierge will have the responsibility and professional latitude to develop a first-class concierge team, establish meaningful relationships throughout New York City, and create a service culture that becomes an integral part of the hotel’s identity.
We are seeking a hospitality professional who understands that exceptional concierge service depends on personal relationships, thoughtful attention to detail, and the ability to make even the most complicated request appear effortless.
The Head Concierge will be accountable for the three on-property concierges while working closely with Four Hundred’s off-property support team. That arrangement will give the Head Concierge responsibility for guest experience, staff performance, and hotel relationships, with additional resources available for complex requests and coverage outside the on-property team’s hours.
The Head Concierge will report operationally to Four Hundred, and the hotel’s General Manager.
EQUAL EMPLOYMENT OPPORTUNITY STATEMENT
At Four Hundred, we are committed to fostering an inclusive, respectful, and equitable work environment. We make all employment decisions without regard to race, color, religion, sex, gender identity, age, disability, marital status, national origin, or any other protected class under applicable law. Discrimination and harassment of any kind will not be tolerated.
We believe that diversity in backgrounds, identities, and perspectives makes our organization stronger and more effective. This policy applies to all employees, interns, applicants, and contractors.
Note: Applicants must be authorized to work in the U.S.
